Follow the steps in the Stuart App to complete a successful delivery:
Steps
Send a notification to let the customer know you’re waiting.
While waiting, attempt to call the customer at least 3 times..
A 8-minute timer will start as soon as you send a notification or make a call.If the customer is still not responding after 8 minutes and you have tried to call at least 3 times, you will be able to contact Support.
A Support agent will organise a paid return or complete the delivery for you.
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Important note:
If your phone number is not up-to-date you won’t be able to send a notification or call, please follow this process to update your contact details.
If the customer number is missing or incorrect, you will get an error message and you’ll be able to contact support.
The notification option is available for some clients only.
Instructions for Alternative Drop-Offs:
If you or your substitute are delivering to any of the following types of drop-offs, please follow these specific steps in the event on an absent customer:
Hospitals
Offices
Schools
Follow the absent customer process by waiting 8 minutes outside the address stated in the notes and call the end-customer 3 times.
If unreachable follow these instructions:
For Food deliveries - Please leave the food in a safe space such as the building reception and notify support through the “Absent Customer” bot option.
More examples of safe spaces can be found here: Safe Spaces for Food DeliveriesFor Grocery and Retail deliveries - you or your substitute will need to return these packages back to the original pick-up location. Please notify support through the “Absent Customer” bot option to arrange your return.
Important to note:
Please do not return packages without the approval of support
If you or your substitute need to return the package please follow the returns process here